Today, we're delighted to have Mercer Smith, VP of Managed Operations at PartnerHero and the author of "CXOXO: Building a Support Team Your Customers Will Love." Mercer joins our own Bobby Stapleton, Senior Director, Human Support at Intercom, to share her expertise on using AI to elevate your customer service operations without sacrificing the personal touch that customers cherish.

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In today’s episode, we’re joined by Declan Ivory, VP of Customer Support at Intercom, and Bobby Stapleton, Senior Director of Human Support at Intercom who explore how our own Customer Support team is benefitting from Intercom's Fin AI Copilot, our brand new intelligent personal assistant for customer service teammates. 

We'll uncover how Fin AI Copilot works in practice – how it is enhancing efficiency, simplifying information retrieval, and transforming customer interactions.

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Intercom's Senior Director of Automated and Proactive Support, Ruth O’Brien, and Senior Product Marketing Manager, Olivia Singarella, dive into what Fin AI Copilot is and why every support team needs it.

Watch this episode on YouTube: https://www.youtube.com/watch?v=DV6RK_-qGkQ

📝 Blog: https://www.intercom.com/blog/videos/ticket-welcome-fin-ai-copilot

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This week on The Ticket we're bringing you the first episode of "Off Script", a new series of candid conversations with Intercom leadership about the extraordinary AI-driven transformation we’re currently experiencing.

In this episode, Intercom Co-Founder Des Traynor talks about the generative AI revolution that startups and all of technology – and very, very soon all of society at large – will certainly be going through.

You can watch this episode on YouTube and don't forget to subscribe to our channel to be the first to see new episodes: https://youtu.be/qiWV0T0qbeY?si=jpRYLrP24KrllXjv

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This week's guest, CX author and speaker Stacy Sherman, is an expert at turning that aspiration into reality. In this episode, she joins our Director of Human Support Bobby Stapleton to discuss her Doing CX Right framework to design a standout customer experience to help you get – and keep – customers, and shares her best practices for empowering your teams and creating a culture of customer excellence.

Watch this episode on YouTube: https://www.youtube.com/watch?v=bgdilycaU68

📝 Blog: https://www.intercom.com/blog/videos/the-ticket-cx-expert-stacy-sherman

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This week our Director of Automated and Proactive Support, Ruth O’Brien, and our Director of Human Support, Bobby Stapleton, dive into the importance of creating a culture of knowledge management for unlocking AI success and delivering a great customer experience.

Watch this episode on YouTube: https://www.youtube.com/watch?v=lNujY05wFAE

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Over the last decade, support tech stacks have become fragmented and clunky, slowing support teams down and holding them back from providing fast, personal customer experiences. Now, with recent tech advancements, support teams that adopt a complete AI-first platform can provide world-class customer experiences at phenomenal scale. In this episode, our Director of Human Support, Bobby Stapleton and Declan Ivory, our VP of Customer Support, unpack this evolution.

🎥 Watch this episode on YouTube: https://www.youtube.com/watch?v=n7WTkppt6pU

📝 Blog: https://www.intercom.com/blog/videos/customer-service-tech-stack-platform-ai

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Intercom VP of Customer Support Declan Ivory chats with Jenna Elliott, VP of Global Customer Success at digital analytics platform Amplitude, about the intricacies of driving customer success in today’s world and what the roadmap for businesses aiming to thrive in this era looks like.

📝 Blog: https://www.intercom.com/blog/videos/amplitude-jenna-elliott-navigating-the-future-of-customer-success

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With AI handling a greater proportion of customer issues, the balance between cost and value is undergoing a huge and rapid shift. In this episode Declan Ivory, our VP of Customer Support, and Bobby Stapleton, our Director of Human Support, unpack a lot of the implications of this new reality.

📝 Blog: https://www.intercom.com/blog/videos/economics-of-customer-service

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Declan Ivory, VP, Customer Support at Intercom sits down to chat with Simon T. Bailey, author of 'Be the Spark: Five Platinum Service Principles for Creating Customers for Life'. They chat about how to be the spark in customer service, how to foster an environment of operational excellence amongst your CS team, why emotional moments for your customers are something you should invest in and Simon had great advice for aspiring customer service leaders.

🎥 Watch this episode on YouTube: https://www.youtube.com/watch?v=Itmt57HRfe4

📝 Blog: https://www.intercom.com/blog/videos/simon-t-bailey-on-platinum-service-principles

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Bobby Stapleton, our Director, Human Support, hosts this fascinating conversation with Declan Ivory, VP, Customer Support and Anthony, our Director, Customer Support Operations, in which they explore how the survey results of our Customer Service Trends Report 2024 shed light on the ways customer service is changing.

🗂️ Chapters

00:00 Introduction

01:27 Customer Expectations

06:06 AI Adoption in CS

10:08 AI is Coming for Your Jobs but Not in The Way You Think

16:05 Tech Stack: Ditching the Old Tools

20:59 Metrics: New Ways to Measure Success

Download your copy of our CS Trends Report 2024: www.inter.com/2024trends

📝 Blog: https://www.intercom.com/blog/videos/podcast-cs-trends-2024

🎥 Watch this episode on YouTube: https://www.youtube.com/watch?v=Z0b5OVKQeIQ

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